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Old 05-31-2014, 02:20 PM   #1
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Coach Net - You decide

First let me say that I am sure many out there are satisfied and happy with Coach Net. But so far out of 2 instances I am not very happy with their service. For many years when we had travel trailers and a 5th wheel we had always had Good Sams and I think I used them 2 or three times. As I recall service was good and we can't remember any bad problems worth mentioning with them.
When we bought our motor home Tiffin supplied Coach Net for the first year and we have stayed with them since.
Our first experience with them was in 2011 or 2012 when we had a flat tire. We called Coach Net and they took all the information ref. tire size and said they would call us back. After around an hour or so we called them again to see what they were doing. On hold for a long time until the rep handling our call could get back to us. She advised they were looking for a service for us and would call back.
After we had been sitting along side the road for approx 2 1/2 hours a wrecker driver stopped and to make a long story short was able to provide us with the tire at a very reasonable cost. Later, about another hour Coach Net called and said they could not find anyone with our tire size, used or new. Amazing, but we kind of wrote that one off.
Now, last Thursday (5/29) we were again on the same road as the first time we tried to use Coach Net. This time our tow dolly hub, wheel and tire all came off and went to parts unknown. We never did find it. Anyway, we called Coach Net and told them our situation and that the tow dolly would need to be towed. Again, after we told them everything we were told they would call us back. We did get a call back after about 30 to 40 minutes from a Tech. (?) and again had to tell him all the information, where we were and that the tow dolly could not be repaired along the road. Again, we will call you back. Another 30 to 40 minutes go by and this time we get another person who calls us back and said the info had been passed to them and they were looking into our situation and will call us back. We are now into 3 hours sitting along side the road in the grass. In the meantime I took the car off the tow dolly and had searched for the wheel and hub without finding it. Finally, the rep from Coach Net called and advised they found someone to tow the tow dolly and we would have to pay $275.00 for them to tow it. I advised the rep that according to my information I was covered for the tow dolly being towed. They assured me I was not. I asked for them to check again, and again they said I was not covered and was very argumentive with me. After that call ended we decided to abandon the tow dolly and was just getting ready to leave when a very nice young man stopped and offered to help. We was driving a pickup truck with a flat bed trailer. He lives near us and said he would take the tow dolly back to where we lived and refused any offer or re-embursment. When we get home we will be in contact with him and take care of him though. He dropped the tow dolly off right where we ask him to.
So by now I am not happy at all. We leave where we were broke down and get about 75 to 100 miles down the road and we get a call from Coach Net that they had made a mistake and in fact our tow dolly was covered to be towed. Now I was really not happy, but kept my cool and ask for a supervisor. Well, got the usual reply, we will call you back. I have since called them 3 times in an effort to speak with a supervisor and always get the same answere, "we will call you back". No call to date. All I ask for with the last rep I spoke with is that I be compensated with another 2 or 3 year coverage since they screwed up, and if they wanted to keep me as a customer.
To top all of this off we now have some ants in the coach from sitting along side the road in high grass for over 3 hours.
So when this subscription ends I will be looking into Good Sam's again. I know they have their problems also but my experience with Coach Net has been very unsatisfatory at the best.

R & E
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Old 05-31-2014, 04:02 PM   #2
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Sorry youu had trouble with the coach.

You could put the name God Sams in the place that you mention Coach Net.

Both services are mentioned equally on the forums as letting down it's members.

I guess it is just a shot in the dark with either one about receiving the expected service.

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Old 05-31-2014, 08:17 PM   #3
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Originally Posted by Dog Folks View Post
Sorry youu had trouble with the coach.

You could put the name God Sams in the place that you mention Coach Net.

Both services are mentioned equally on the forums as letting down it's members.

I guess it is just a shot in the dark with either one about receiving the expected service.
I'll agree with that. I think the level of service largely depends on the experience level of the person on the other end of phone, location where the service is needed and the availability of a qualified service provider in the area of that location.

Based on the two times we've needed RSA(both in the last 6 months), and comments/complaints of this forum's members, I'll be sticking with CN.
Jan and Bob

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Old 05-31-2014, 10:52 PM   #4
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I agree - the two times we've used CoachNet have been great experiences.

The first time I left work for lunch on my motorcycle and when I came out of the restaurant my rear tire was flat. CoachNet got a flatbed truck to my location in about 45 minutes, with a driver who knew exactly how to handle a cruiser motorcycle, and I was at the dealer for a new tire quickly.

The last time was with our motorhome and we were in a campground with a flat tire on the inside dual - again we had a truck on scene within an hour with a replacement tire. The dispatcher even got extremely upset when she found out that the driver was 5 minutes late according to his estimated arrival time.

We've been with them for over 7 years now and don't plan on dropping them.
Alan Hepburn - San Jose, Ca
2007 Bounder 35E being pushed by a 2017 Jeep Wrangler Unlimited (JKU) Sport
Good Sam Member #566004 * FMCA Member #F431612
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Old 06-01-2014, 10:07 AM   #5
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"Now, last Thursday (5/29) we were again on the same road as the first time we tried to use Coach Net."

Not all areas have good coverage. Same place twice more than likely means there is a service gap and that could be the main problem. GS might have a problem in that area also as neither do the actual calls themselves but depend on local service companies. In many cases it's the same service company for both.
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Old 06-01-2014, 11:19 AM   #6
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Both services use contractors across the nation and likely in remote locations begin calling local tow companies. I'm pretty sure that if you broke down in a remote area and called both services at the same time the response time would likely be around the same time. That said, for me the big thing about services I buy is the service I receive and if you have a snippy rep on the phone after you've been sitting in the afternoon sun for hours, I would likely take my business elsewhere. We have Ford ERS with our extended warranty for our tow vehicle and GS for the 5er and the other vehicles at home. If I have a problem and my reasonable expectations aren't met with regards to recovering my trailer, I will write a letter to the management team and move on to Coachnet. The nice thing about GS is that you can reach out to the company on the goodsam forum, rvnet.com and make a complaint and someone will reach out to you to try and make it right.

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